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Help for tenants

How Flatio works

What do I have to do to move into a selected rental accommodation?
It's quite simple. It all starts with making a booking request that lets the landlord know that you're interested in their rental property. On the…
Are rentals available on Flatio safe?
Yes, they are! When deciding which rental property to book, you can take into account the available reviews from real tenants that can be found in…
How long are the leases I can find on Flatio?
Flatio focuses mainly on monthly stays, lasting between 1 and 12 months. The shortest possible rental period is 5 days and the maximum rental period…
Can I read the lease agreement before I sign it?
Yes, a sample lease agreement is included in the details of each listing. You can also view it through this link. The actual lease agreement becomes…
Are the rental accommodations on Flatio furnished?
Yes! Fully furnished rental properties are one of the standards we have at Flatio. You definitely won't find unfurnished accommodations on our…
Can I contact the landlord before I make a reservation request?
We don't publish contact details of the landlords, but you have the possibility to contact them directly through the listing details section and ask…
Can I personally visit the chosen apartment before moving in?
Forget in-person visits! We try to use the latest technology solutions on Flatio and help you make the most of your valuable time. That's why we…
How many people can move into an accommodation?
Rental prices are based on the maximum number of people that can move into the rental property, which is detailed in each listing. It doesn't matter…
Radim, CEO
Imagine arriving at your new place only to find it doesn't match the advertised description or the landlord is a no-show. Well, worry not! With Flatio's Move-in Guarantee, you're entitled to a 100% refund and emergency substitute accommodation. It's all in our Terms and Conditions, so you can move forward with confidence.
How do I know if the selected rental accommodation is available?
You can easily find out the availability of a rental property in the listing details. If you're able to select the desired period in the booking…
What is included in the rental price?
The rental price is final. It includes all the utilities (electricity, heating, gas) and even internet connection. Flatio offers you only fully…
Does the rental price change according to the length of the lease?
It’s definitely possible. Each landlord has the possibility to set seasonal or custom prices for different periods as well as special discounts…
Do I have to pay a deposit or any additional fees on Flatio?
At Flatio, we strive to be as fair and transparent as possible. When you fill in the "Move-in" and "Move-out" fields in the booking request on a…
How to proceed if the landlord is entitled to a (refundable) deposit according to his Flatio settings?
Payment and due date of the deposit You pay the (refundable) deposit to the Flatio account in the same way as the first rent via the My Housing web…
What if I find out when I move in that the accommodation doesn't match the description?
We've also thought of this, and our policies have been drawn up with such situations in mind. If you find out that the accommodation doesn't match…
How can I contact Flatio?
Flatio’s Customer Care team is here for you 7 days a week, ensuring a response within a maximum of 24 hours at all times. There are multiple ways how…
Have there been any scammers on Flatio? How to recognize them and deal with them?
We do our best to protect our tenants. Despite our efforts to ensure tenant safety, unfortunately some individuals try to misuse our platform for…

Reservation request

What is the service fee and why do I have to pay it?
The service fee is a one-time fee payable with the first rent within the 24-hour lease signing window after the landlord approves the reservation…
How can I book my selected accommodation?
To successfully rent an accommodation through Flatio, it's necessary to submit a reservation request. The reservation request can be considered your…
How long does it take for the landlord to respond to my reservation request?
You (and the landlord) will be notified by email about the successfully created reservation request. From this moment on, there's a 24-hour response…
What happens after the landlord approves my reservation request?
If the landlord has approved your reservation request, congratulations! You'll now be asked to complete the lease signing process within 24 hours. …
Ondřej from marketing
Evaluate your landlord/housing after you move out. There is nothing more valuable than honest feedback. It can help many other tenants.
The landlord has rejected my reservation request. What should I do?
Reservation requests can be rejected for many reasons, but the most common is that the listing is unavailable at the desired date. Many landlords…
The landlord hasn't responded to my reservation request. What should I do?
It may happen that the landlord doesn't respond to your reservation request within 24 hours. (If this is the case, it usually happens on days off, i…
Can I cancel my reservation request?
Of course! You can easily cancel your reservation request via your account on Flatio (in the My Housing web app). There are two ways you can do it:  …

Lease agreement

The landlord has accepted my reservation request. How can I sign the lease agreement?
Once the landlord has accepted your reservation request, you'll be asked to complete the lease signing process - you have 24 hours to do so.  If you…
How much time do I have to sign a lease agreement?
Standard 24 hours. If the lease signing process isn't completed within 24 hours after the reservation request is approved (or not at all), the…
What happens after I sign a lease agreement?
Signing a lease agreement is one of the steps in the lease signing process, with the signing of a lease agreement by the landlord occurring at the…
Is it possible to change the data in the signed lease agreement?
Yes, in exceptional cases it's possible to change the data even in the signed (and therefore valid) lease agreement.The most common changes in the…
Is it possible to add one or more individuals to the lease agreement?
Currently, our system doesn't allow you to add other people to the lease agreement. However, you can cover their stay in a rented accommodation by…
Daniela from helpdesk
Need a visa-friendly lease agreement? Flatio's got you covered - so you can focus on packing!
Is it possible to get a physically signed Lease agreement for visa purposes?
Yes, but you need to contact the landlord, who can print out the lease agreement, physically sign it, and send it to you whenever you need it.…
Can I terminate the lease agreement before I move in? (Cancelation policy)
This is possible. If for some reason you can't/don't want to move into a rented property at the beginning of the lease agreement, you can terminate…
Can I withdraw from the lease agreement if I find out after moving in that the accommodation doesn't correspond to the listing description?
Yes. If the rented accommodation doesn't match the information on Flatio from the time the reservation request was sent to the landlord (upon…
Can I terminate the lease agreement early (after I've moved in)?
Early termination of the lease agreement can occur for both parties for various reasons and circumstances (listed in the lease agreement or in the…

Payments

When do I have to pay the rent?
First rent Payment of the first rent The payment of the first rent (along with other steps) is part of the lease signing process, which must be…
What methods can be used to pay the rent?
To make the process as convenient and smooth as possible, rents can be paid in a variety of ways. You can also choose a different payment method for…
Can I pay the rent in cash?
Although there's no significant reason for it, in exceptional cases it's possible to pay the rent to the landlord also in cash. However, in case of…
In what currency should I pay the rent?
In general, it's ideal to pay the rent in the currency set by the landlord (which you can also see in the My Housing app). However, you can also pay…
Daniela from helpdesk
To provide you with the best experience, we add and update information in our Help Center on a daily basis.
Is it possible to change the due dates of payments?
The due dates are calculated according to the beginning/end of the lease and are based on the obligations, rights, or guarantees that the lease…
Is it possible to split the payments among several people?
Yes and no. This feature is currently only available for reservation requests for properties in Madeira and Portugal.For reservations outside these…
Is it possible to pay two rents in advance?
Yes, it's possible to pay even all the rents at once.
Can I get an invoice or other proof of rent payment?
Since the lease agreement is concluded between you and the landlord, only the landlord is the responsible person to issue you an invoice (and only if…

Move-in and move-out

What should I do before moving in?
You will be informed about the approaching move-in date via email, which will include specific instructions. We consider the start date of the lease…
What if the landlord requires a deposit?
Flatio landlords cannot require a security deposit for stays of less than 180 days (6 months). However, exceptions are made in certain regions of…
How does the move-in process work?
In addition to physically receiving the keys, you also sign the handover protocol, which is an important part of a proper handover. However, it may…
Daniela from helpdesk
There is a 24-hour deadline for finishing the lease signing process—including the first rent payment. If you don’t meet the deadline, the landlord can cancel your whole reservation!
What if the accommodation isn't as described on Flatio or something is wrong?
The accommodation isn't as described on Flatio It may happen that the accommodation doesn't match the listing description on the Flatio portal (i.e.…
How does the move-out process work?
As the move-out date approaches, the entire accommodation must be restored to the condition in which you took it from the landlord - in most cases,…

During the stay

What if an unexpected situation occurs?
Although we assume that you won't encounter any unusual situations during your stay, we want to make sure you are protected and can move in with…
Radim, CEO
If something isn’t working "like Airbnb" it's because we are not Airbnb. We are Flatio.

Coronavirus vs. Flatio

Cancelation policy in case of COVID-19 restrictions
NOTE: This policy was applicable from March 2020 to March 2022. Since the current situation no longer requires special conditions, only the standard…
Michal from IT
Did you find any bugs? Do you have any product feedback? Don't hesitate to contact us at [email protected] so we can fix it!

StayProtection for tenants

What does StayProtection for Tenants include?
StayProtection for Tenants is a package of services offered by Flatio in partnership with AXA to provide tenants with a higher level of protection…
What is Flatio’s Move-in Guarantee and how can I use it?
The Move-in Guarantee is an assistance service offered, managed, and paid for exclusively by Flatio to help in situations where:  the accommodation…
What are Stay Benefits for Tenants and when do they apply?
Stay Benefits for Tenants - Powered by AXA serve as an extra layer of security in your StayProtection package. Please note that this coverage doesn’t…
Radim, CEO
Remember that living in a place where you can have peace of mind, even if it's only for a few months, is pretty awesome. Treat your accommodation with respect to get the best review.
Is my stay as a tenant always protected or are there exceptions?
As a Flatio tenant, your stay is protected by our StayProtection for Tenants. This is a package of services Flatio offers in partnership with AXA to…
How can I get help from AXA Assistance regarding Stay Benefits for Tenants?
Any communication regarding Stay Benefits claims takes place directly between you and AXA or you and your landlord. AXA Assistance is available 24/7…
What can I use the 24/7 emergency line for?
What is the 24/7 emergency line? The 24/7 emergency line is an all-hours service provided by our partner AXA to help tenants resolve various issues…